Bilingual Service Desk Analyst – Level 1 Support

HCLTech; Morrisville (NC); On-site; USD 40,000 - 55,000; Full time

Job summary

HCLTech is seeking a Support Analyst to provide Level 1 remote desktop support in English and Arabic, ensuring timely issue resolution and strict adherence to SLAs. You will diagnose hardware, software, and network problems for end users and maintain high standards of service quality.

You will document incidents in the ITSM system, manage user accounts, coordinate with internal teams and vendors, and participate in ongoing training to strengthen EUC operations and deliver a superior customer

Qualifications

• Phone support experience required.
• Technical helpdesk or technical call center experience required.
• Disciplined, systematic problem-solving skills required.
• Excellent verbal and written communication.

Responsibilities

• Diagnose and resolve hardware/software/network issues via phone/email/chat.
• Route problems to Level 2/3 IT support and coordinate with vendors.
• Manage user accounts and provisioning.
• Document incidents and resolutions in the ITSM system.
• Provide Level 1 remote desktop support and basic network troubleshooting.
• Escalate complex issues to senior specialists.
• Maintain SOPs and share knowledge across EUC operations.

Skills

Phone support experience

Technical helpdesk experience

Problem-solving skills

Communication skills

Tools

Remedy

HP Service Center

Peregrine Service Center

Bomgar

WebEx

Live Meeting

SMS

MS Office

Job description

HCLTech is seeking a Support Analyst to provide Level 1 remote desktop support in English and Arabic, ensuring timely issue resolution and strict adherence to SLAs. You will diagnose hardware, software, and network problems for end users and maintain high standards of service quality.

You will document incidents in the ITSM system, manage user accounts, coordinate with internal teams and vendors, and participate in ongoing training to strengthen EUC operations and deliver a superior customer